Man With a Van Belsize Park Complaints Procedure

Man With a Van Belsize Park is committed to providing reliable, professional removals and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service for future customers.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage. It applies to all customers who use our moving, packing, delivery, and related services.

Our Commitment To You

We aim to handle all complaints in a way that is fair, prompt, and transparent. We will:

Listen carefully to your concerns and treat you with respect at all times.

Acknowledge your complaint and explain what will happen next.

Investigate the issues thoroughly and objectively.

Keep you informed of our progress and expected timescales.

Provide a clear written outcome and, where appropriate, offer a suitable remedy.

Use your feedback to review and improve our services.

What Is A Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the quality of our services, the conduct of our staff or contractors, or the way we have handled a previous enquiry or booking.

Issues that may be treated as complaints include, for example, concerns about the handling of your belongings during a move, punctuality, behaviour of our team, clarity of pricing, or the overall standard of our removal service.

How To Make A Complaint

You can make a complaint in writing or verbally. We encourage you to give as much detail as possible so we can investigate properly.

Please include the following information where you can:

Your full name and any reference or booking details.

The date and location of the service you are complaining about.

A clear description of what went wrong and how it has affected you.

Any supporting information, such as photos or inventory notes.

What outcome or resolution you are seeking.

If you raise a concern during or immediately after your move, our team will try to resolve it informally on the spot wherever possible. If the matter cannot be resolved quickly, or if you remain dissatisfied, it will be treated as a formal complaint.

Stage One: Initial Review And Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to a person responsible for handling complaints. We will normally acknowledge receipt within a reasonable period, confirming that we are looking into the matter and providing an estimated timescale for our response.

At this stage, we may contact you to clarify details, request additional information, or discuss your preferred outcome. Clear and open communication at the outset helps us to resolve the issue more effectively.

Stage Two: Investigation

The person handling your complaint will carry out a full investigation. This may include:

Reviewing your booking details, service agreement, and any relevant documentation.

Checking notes made by the moving team on the day of service.

Speaking to any staff or contractors involved in your move.

Examining any photographs, reports, or item lists that you or our team have provided.

Considering whether our service met the standards we set for quality, care, and professionalism.

We aim to complete our investigation and respond within a reasonable and practical timescale. If the matter is complex and we need more time, we will let you know and keep you updated.

Stage Three: Outcome And Resolution

When the investigation is complete, we will provide a clear response setting out:

What we have understood your complaint to be.

What we have investigated and the information we have considered.

Our findings and whether we uphold your complaint in full, in part, or not at all.

Any steps we have already taken or propose to take to put things right.

Where appropriate, we may offer one or more of the following:

An apology and explanation.

Practical steps to correct an error or complete outstanding work.

A gesture of goodwill or other remedial action, depending on the circumstances and in line with our terms and conditions.

If You Are Still Unhappy

If you are not satisfied with the outcome of your complaint, you can ask for a further review. Your concerns will be considered by a more senior member of our team who was not directly involved in the original investigation, where possible.

In your request for a review, please explain why you remain dissatisfied and which aspects of our response you would like us to look at again. We will then reassess the information, consider any additional evidence, and provide a final response.

Time Limits For Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as possible and no later than a reasonable period after the service took place. Complaints made long after the event may be more difficult to investigate thoroughly, especially in relation to condition of items, access arrangements, or third party involvement.

Working Together To Resolve Issues

Our aim is to complete every move and man and van job safely, efficiently, and with care for your belongings and property. When problems do occur, we want to work constructively with you to understand what happened and find a fair solution.

By following this complaints procedure, both we and our customers have a clear framework for raising, investigating, and resolving concerns. Your feedback is an important part of maintaining high standards in our removal services, and we appreciate the opportunity to address any issues you experience.